Category Archives: Service Design

Team Yuno Report: Smithfield Service Jam 2014

The Global Service Jam is an enormous festival of service design, like a vast jam session in music. People come together all over the world, bringing their skills and open minds. Someone sets up a theme, and everyone starts to jam around it. But it’s not music you are jamming – it’s change. (Find out more at the main Global Jam site)

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The Smithfield Service Jam was part of this worldwide event, and I was lucky enough to be a part of it. The Jam was sponsored by Truth, and took place at their office in Farringdon, mentored by Erick Mohr. After pizzas and icebreakers, we found out the theme for this year’s jam.

The theme for this year's jam.
The theme for this year’s jam.
Continue reading Team Yuno Report: Smithfield Service Jam 2014

Using gamification to improve health – (part 2 of 2)

This is my answer for the second written assignment of the Gamification class I’m taking through Coursera. The full question is available here.

Describe in general terms a gamified system that could effectively motivate behaviour change to improve the health of city employees. Specifically, explain how the system would effectively incorporate intrinsic motivation, extrinsic motivation, or both. Your answer should address the fact that this is an internal gamification project, targeted at the institutional goals of the city government. The system can use any technology (or no technology!), so long as the resources required seem justified by the scope of the opportunity.

(via Cornell University Library archive)
(via Cornell University Library archive)

Continue reading Using gamification to improve health – (part 2 of 2)

Countdown to Global Service Jam Smithfield

How exciting! My welcome pack for Global Service Jam Smithfield arrived today. I’m really looking forward to getting involved a worldwide service design challenge at the Truth offices in Smithfield this weekend. There are a few places left. Why don’t you come too?

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What is service design?

“Service design is a method for improving the quality of your service. Those improvements are directed at both the users and staff of your organization. Innovating in services is not new. Every organization that provides services thinks seriously about improving the quality of its service at some point.
Continue reading Countdown to Global Service Jam Smithfield

PRODUCT RELATIONSHIP MANAGEMENT by EVRYTHNG

In his talk “The Future is not an Internet-connected Egg Box,” Alex Jones of Fjord highlighted one of the major gaps in thinking about the internet of things. We shouldn’t link every device to the internet just because we can. Instead, the act of connecting must add value to the experience of using the product. The human layer of the interaction is where meaning and value is added. We don’t need to hook up our egg box to the internet. We need to make connected products mean something to the people using them. In the white paper Product Relationship Management, Evrythng CEO Andy Hobsbawn sets out a clear and compelling vision of how to make that happen.

“It’s time for our physical products to be as clever as Google, as immediate as Twitter, as informative as Wikipedia, as social as Facebook, as useful as Evernote, as personal as Amazon, and as entertaining as YouTube.”

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Continue reading PRODUCT RELATIONSHIP MANAGEMENT by EVRYTHNG

The Ten Principles Behind Great Customer Experiences

Over the weekend, I finished reading The Ten Principles Behind Great Customer Experiences, by Matt Watkinson. It’s an invigorating and enlightening read, and if you’re interested in service design or product management, I think you’ll enjoy it.

(image from mattwatkinson.co.uk)
(image from mattwatkinson.co.uk)

Matt Watkinson applies design thinking to the whole user experience. The book outlines a series of perspectives on how to make interacting with a business, product or service into a great experience for the customer. Continue reading The Ten Principles Behind Great Customer Experiences